COMMUNICATING

EFFECTIVELY
CONTENTS

What is Communication?
Think before you Communicate
Effective Communication
Communication-Lifeblood of any Organization
Communication Process
Listening- A part of Communication Process
The Listener Factors
Learning to Listen
7 C’s of Effective Communication
The Receiver Factors
Email etiquettes
Professional Phone & Intercom etiquettes
Mobile phone etiquettes
What is Communication?

Communication is simply a two

way process of exchanging ideas,
information of transmitting,
verbal & non-verbal messages
Think before you Communicate
Before Communicating ask Yourself:
o What is the main purpose /aim?

o Who will receive it?

o What is the likely attitude of the listener?

o How much does he need to know?

o Is my timing right?

o What is the main subject?

o Are the major points clear?

o Is there any ambiguity?

Effective Communication leads to:
o Higher Productivity & Job Satisfaction
o “We come ALIVE”
o We gain at work, at home & in the society
o At Work : Job becomes more interesting,
meaningful and rewarding
o At Home : Family life becomes fuller, richer
and happier
o Socially Life takes new dimensions, one looks
for new challenges
Communication-Lifeblood of any
Organization
o Its main purpose is to effect change to
influence action
o It is an attempt to affect a transfer between
minds

o It is an integral part of Management and

involves an exchange of facts, feelings and
information by two persons and provides
means of putting the personnel into action in
an organization
Communication Process

Receiver’s Mind

Sender’s mind
Mouth
message

Feed back

BARRIERS
COMMUNICATION
EXCHANGE OF MIND
Listening – A part of Communication
Process
o Listening must be learned;
o It does not develop naturally; nor is it an
automatic response.
o Listening requires concentration with full
attention directed toward speaker
o Listening requires an open mind; avoiding
hasty evaluation of content and over
reaction to the delivery of the speaker.
o Listening require “Comprehension”;
o “Grasp of ideas”, Adjustment of thoughts;
“Speed” Because average person can think
at least 4 times faster than he/she can speak
The Listener Factors
 Be sensitive to the world of the person who will
receive the message.
 Identify and maintain the dignity of the listener
 Try not to offend the ego of the listener
 Try to resolve conflicts through informal talks
 Do not assume
 Do not believe in hear say and try to get facts
 Try to recognize the interests and attitude of the
listener
 Accompany words with consistent action
 Find out what the audience wants
 Emphasize the ideas of greatest interest to your
audience
 Make your information acceptable
 Make people comfortable and allow them to identify
with you
Learning to Listen

 The two-way nature of communication- so

that both sides understand each other -is
widely ignored

 Listening techniques are vital, since how you

listen conveys meaning to the other person
and helps to make the exchange successful
7 C’s of Effective Communication
 Completeness

 Conciseness

 Consideration

 Concreteness

 Clarity

 Courtesy

 Correctness
The Receiver Factors

 Onemust be sensitive To The World Of

The Person Who will Receive The
Message

 Identify
& Maintain the Dignity Of The
Receiver
EMAIL ETIQUETTE'S
EMAIL ETIQUETTE'S
 Be sharp and to the point - Messages should be
concise and to the point. No long stories and
description. Don't forget that there are people who
receive hundreds of messages.

 Salutations - Right salutation in right mail. How do

you open your email: Dear Sir, Dear Mr. Misra etc? So
the right words at right place do give a good
impression of your courtesy and understanding.

 Subject Line – All messages should have clear and

specific “Subject Lines” that
 Describes the message content
 Specifies if there are any actions required & due
dates
 Mentions clearly who the message is for
EMAIL ETIQUETTE'S
 Using HTML and Formatting - Its good if you use
HTML tags and formatting, as you can fancy your
email, but remember that other side must also have
same email client which can support the HTML and
formatting, otherwise it will be utter gibberish and
vague.

 The legacy of punch card - Don't type words more

than 80 characters in a line. If you do not have this
facility of word wrap, don't forget to HIT ENTER after
80 characters.

 Threads - So what after first email has been sent?

How will I start the conversation next? Shall I write a
new mail? Answer to all the questions is - NO, don't
ever write a new mail. Start from the reply which you
receive, read what other person has written to you,
providing link to both the people for their next round
of talks. Bravo, you have done it!!!  
Poor Usage Example

No Subject Line..???
Poor Usage

Action required and Key points are

hidden in the message.
EMAIL ETIQUETTE'S
Remember....
2. Be concise and to the point
3. Answer all questions and pre-empt further
questions
4. Use proper spelling,  grammar and punctuation
where needed
5. Use templates for frequently used responses
6. Answer swiftly
7. Do not attach unnecessary files
8. Do not overuse the high priority option
9. Do not write in Capitals
10.Read the email before you send
EMAIL ETIQUETTE'S
1. Do not overuse “Reply to All”
2. Be careful with formatting and HTML
3. Do not forward chain letters, without requesting
delivery and read receipts
4. Do not ask to recall a message or attach a
message without prior permission
5. Never use email to discuss confidential issues
6. Use meaningful subject avoiding URGENT or
IMPORTANT
7. Use active instead of passive
8. Don't ever forward any junk mail
9. No Outlook Templates or “pretty stationary”
when sending/replying messages
PROFESSIONAL TELEPHONE
& INTERCOM ETIQUETTES
Often a client's first contact with a business
is by phone. The following guidelines will
help to make the first impression a good one.
Most of this etiquette can be used in personal
conversations as well as at the office.
Professionalism is polite, thoughtful, efficient,
educated and valuable at all times.
ANSWERING CALLS
1. Greet the Caller. Say “Good Morning”

3. Identify yourself and the company or person for

whom you are answering and say, "How may I
help you?"

5. Offer assistance in the absence of others--say,

"She is not in today, perhaps I can be of
assistance".

6. Do not make commitments for others-say, "I'll

give him your message when he returns," rather
than-"He will call you as soon as he returns".

7. Take accurate, legible messages with time, date,

reason for call, urgency, company represented,
if any, the best time to reach them and all other
TRANSFERRING CALLS
1. Explain the reason for the transfer- ("Let me
connect you with Mr. Sharma in that
department). Use the name of the person
you are transferring to whenever possible.

2. Know the transfer instructions for the

telephone system so that you do not cut off
your caller!
QUALITIES OF A GOOD VOICE
1. Distinctness

2. Pleasantness/warmth

3. Vitality

4. Naturalness

5. Expressiveness

6. Lower, mellow pitch

TIPS FOR CREATING A GOOD
IMAGE
1. Use basic phrases of courtesy--"May I help you?,
Please, Thank you, You are welcome."

2. Use standard, accepted business phrases.

3. Avoid slang-"uh huh, yeah, nope, dude, or bye bye

for good bye".

4. Do not chew gum.

5. Do not slam the phone or cut off abruptly.

6. Keep your promises.

7. Smile while speaking. People can "hear a smile" over

the phone!
ACKNOWLEDGEMENTS-SUGGESTED
RESPONSES TO QUESTIONS OR
COMMENTS
1. "Thank you, I'll check." or "I'll see."

2. "Yes ma'am/sir."

3. "One moment please, I'll find out."

4. "Yes, you may."

REPORTS TO CALLER
1. "Mrs. Soni is on another line, will you wait,
please?"

2. "He is away from his desk, may I take a

message."

3. "I'm sorry, Mrs. Mukherjee is out of the

office, may someone else help you."

4. "Ms. Thakur is in the Trust Department, one

moment please, I'll transfer your call."

5. "I'm sorry to keep you waiting."

OBTAINING THE CALLER'S NAME
1. "May I tell Mr. Gupta who is calling, please?"

2. "May I say who is calling, please?"

3. "May I have your name, please?"

OBTAINING THE CORRECT
INFORMATION
1. Always repeat and read back messages for
accuracy.

2. "Will you spell the name, please?"

3. "Will you repeat the number, please?"

4. "The correct spelling is P-R-E-T-T-Y?“

6. "The correct number is 5-1-1-6 - (pause)-1-

5-3-4?"
PROGRESS REPORTS
1. "Mr. Anubhav’s line is still busy, do you wish
to continue waiting?"

2. "I'm sorry to keep you waiting, may I check

further and call you back?"

3. "That line is still busy, may someone else

help you?"

4. "I'm sorry, she is still away from her desk,

do you wish to continue waiting?"
MOBILE PHONE
ETIQUETTES
BASIC MOBILE PHONE ETIQUETTE
RULES INCLUDE
Switching it Off :  Know when to turn it off or
vibrate it. e.g.  meetings, movies, worship, seminars,
etc .  Vibrate mode when in places where you can
take a call, but don't want to disturb others.

Permission : Often, it is correct etiquette to inform

others at the beginning of the meeting that you are
expecting an important call and get their permission.

Be Polite : Don't scream : speak in a lower-than-

normal voice, you will be heard by the caller, and not
others in the room

Don't Distract : Avoid talking where you may be

distracting to others.
MOBILE PHONE ETIQUETTES

 Talk At A Normal Tone

 Don’t Shout, Respect Privacy of Others

 Choose The Vibrate Mode Over Ringer

 Remove the Earpiece

 Avoid Talking With Someone When On The
Cell

 Use Voice Mail Feature

 Personal Calls Should be taken outside the

Office Premises
THANK YOU